Sales & Customer Support

Job description

Summary of the role: The Role is challenging and, more so, being critical to the operations of a rapidly scaling start up. A successful candidate will be expected to manage people, evolving product/technology as well as get hands on with analyzing system (hardware/software) problems both at the customer end and the intervening network connection. The candidate will have to be a self-starter with prominent leadership skills. S/he needs to possess a high tolerance for ambiguity and must be capable of taking initiative and ownership of the team, customers and the system. Our customer success team is celebrated because we are truly best in class! You are what makes us stand tall and proud against competition.

Day to Day responsibilities & Key Deliverables:

· Manage the day-to-day CS Schedules and Activities including weekly plans (setting of and meeting targets etc.). This will entail coordination of Support Engineer availabilities, travel etc.

· Manage data collection/recording of activities. The role will be responsible for maintaining and tracking performance against CS metrics which may also include development of easy-to-use tools/forms etc.

· Enable and execute the conduct of deep-dive customer surveys - for tailored (customer-specific, based on segmentation) engagement.

• Establish Tarnea value proposition through Demo’s and close the Sale with key prospects
• Lead the sales efforts in the region both through Direct effort as well as team contribution

· Engaging with the existing customers to provide feedback about the product

· Manage the onboards pipeline. This would involve:

- Welcome the customer and complete pre-assessment.

- Expedite customer-readiness for onboarding – both operationally and in terms of capable infrastructure.

- Manage customer-designated CSE-Sales communications with a view to eliminate any gaps.

- Ensure that the customer is ready to go live on the date scheduled.

- Resolve any emergent roadblocks/bottlenecks speedily so that the onboard proceeds smoothly and customer is comfortable with the system and its operations.

- Ensure the local CSE gets the report card properly filled and files it with the team storage within 48 hours.

- Take remedial actions in case of any adverse comments or reports in the Report Card.

- Maintain observation on the newly onboarded customer’s account for at least 30 days post Go-Live!

· Translate the customer engagement plans into action. This will entail monitoring customer performance vis-a-vis established milestones, creating reportcards, recording feedback etc. The role will also be responsible for executing periodic C-SATs and customer testimonials.

· Track CSE performance in the field and assist with their mentoring, training and skill development.

· Generate leads for and develop local partnerships in all territories/locations - hardware, inventory auditing and staffing. Development of a partner ecosystem is a key function of the role.

· Assist with development of a tiered training program for the field CSEs. This will entail an annual assessment for each CSE.

· Source and shortlist local profiles for CSE positions, as and when the requirements arise.

· Manage CS costs within stipulated budgets and expenditure metrics.

· Maintain customer contact through calls, messaging and scheduled/unscheduled field visits.

Technical Skills:

· Proficient in use of common Office Productivity Tools (MS Office/LibreOffice/Google Docs)

· Proficient in use of diverse communication tools (instant messaging, chat – text, voice and video) as well as team collaboration systems (Google Docs/Google Drive/Slack)

· Must be capable of handling Team Viewer/equivalent sessions independently.

A candidate with a basic understanding of standard PC hardware, OS issue handling and internet/LAN/WLAN connectivity setup/troubleshooting will be preferred. Experience with Android BlueStacks will be an added advantage.

Administration:

· Assist with financial & administration process where relevant

· Maintain relevant documentation to ensure all compliance requirements are met.

Qualification requirements:

• Should be a MBA (or PGDM)/ Engineering (CS/IT/Electronics) degree holder

• Must have exceptional communication skills, both written and verbal

• Should be able to read, write and speak in English and speak at least one of the following local languages – Marathi and Hindi

Skill Requirements:

· Strong Relationship Building Skills

· Exceptional Communication Skills – both written and verbal

· High tolerance for Ambiguity

· Initiative and Ownership

· Fitness – The candidate is expected to be physically fit and should be able to handle operational stress.

· Willingness to travel extensively.Complete daily sales call plan

· Convert leads to confirmed sign ups

· Gather market information

· Network and engage with relevant business influencers

· Achieve monthly and quarterly SLAs

· Accurate customer profiling

Benefits:

• Cell phone reimbursement
• Health insurance
• Leave encashment
• Paid sick time
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

Ability to commute/relocate:

• Hyderabad, Hyderabad - 500001, Telangana: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Sales & customer support: 2 years (Preferred)
• total work: 3 years (Preferred)

Expected Start Date: 01/06/2022

Tarnea is a B2B company ushering a convergence of Retail-Tech with Digital Payments and FinTech. The company’s pioneering creation, the Tarnea SmartMile® platform is India’s first and the largest cloud-based platform for the pharmaceutical value chain in India.
The platform enables "brick-and-mortar" retail outlets to become omnichannel retailers and able to run their operations digitally.